{"id":92791,"date":"2014-02-21T14:10:00","date_gmt":"2014-02-21T22:10:00","guid":{"rendered":"http:\/\/www.toistersolutions.com\/blog\/2014\/2\/19\/the-killer-three-question-customer-service-survey"},"modified":"2014-02-21T14:10:45","modified_gmt":"2014-02-21T22:10:45","slug":"the-killer-three-question-customer-service-survey","status":"publish","type":"post","link":"https:\/\/customerthink.com\/the-killer-three-question-customer-service-survey\/","title":{"rendered":"The Killer Three Question Customer Service Survey"},"content":{"rendered":"

\u201cSurveys are too long.\u201d<\/span><\/p>\n

That\u2019s one of the biggest reasons why customers don\u2019t complete satisfaction surveys. Their time is valuable. Take 100 questions to ask about their experience and people get annoyed.<\/p>\n

There\u2019s another problem with long surveys.<\/p>\n

Companies don\u2019t know what to do with all that data. There\u2019s just too much of it. So they do nothing. The result is customers were needlessly bothered with 100 irrelevant questions.<\/p>\n

I’m pretty sure the term “analysis paralysis” came from a customer service survey.<\/p>\n

There is a simpler way. You can design an extremely useful customer service survey with just three questions.<\/p>\n

The wording of the questions themselves varies, but the three basic types of questions remain the same:<\/p>\n

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  1. What is your overall rating?<\/li>\n
  2. Please tell us more. (Open comments)<\/li>\n
  3. May we follow-up?<\/li>\n<\/ol>\n

    The three questions survey ditches the endless stream of useless questions for three insanely useful ones. Let’s break it down:<\/p>\n

     <\/p>\n

    Question 1: Overall Rating<\/h3>\n

    The first question asks your customer to give your company, product, or service an overall rating. The rating can be converted into a score that makes it easy to report.<\/p>\n

    The specific question you ask should be determined by your survey\u2019s purpose. A good survey always starts with a clear objective. You can read more about that here<\/a>.<\/p>\n

    Here\u2019s an example:<\/p>\n

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